Renault India gears up to welcome back customers

Renault has opened its India office and select dealerships and service centres post COVID-19 lockdown. In line with new safety protocols, the company has opened more than 194 showrooms and workshops after introducing safety and hygiene measures across touch points. Rest of operations will be opened in a phased manner, based on permissions from local authorities.

Renault dealerships have ensured special care to sanitise their facilities and test drive cars. There are multiple training programmes, protocols and processes in place to monitor the execution of Renault’s customer-first initiatives and efforts, as a part of their ‘Welcome Back’ initiative.

There has also been a gradual recommencement of business operations across India Alliance entities in accordance with regulations of government and local authorities. Phased operations have commenced at Renault Nissan Automotive India Private Ltd. (RNAIPL), Renault Nissan Technology and Business Centre India Private Ltd. (RNTBCI), Renault Finance and the Renault corporate office in Chennai. Renault has also started dispatches of cars from the plant to North India and Tamil Nadu. Export of critical ‘Make in India’ parts has begun from the facilities in Chennai and Pune to select global markets.

All dealerships – showrooms and workshop, will be completely fumigated before it is opened for customers. Employees at dealerships can resume work only after mandatory health screening. There will be daily monitoring, necessary action and processes which will be adopted across all showrooms and workshops, to ensure social distancing and safety measures are implemented. Discussion tables and display cars will be completely sanitised after every round of customer interaction.

Before customers enter the dealership, their temperature will be checked. There will be regular sanitisation of the entrance door. Customers will be given masks and hand sanitiser and will be dealt with, keeping in mind the social distancing norms. Collaterals with product details will be shared using digital platforms.

Display and test drive cars, whether at the dealership or at customers’ homes will have multiple sanitisation points after each customer interaction – steering, AC vent, dashboard, gear knob, door opening lever, infotainment system, door handle, IRVM, ORVM, ORVM knobs, glove box and seat belt buckle, amongst others. The same process will be followed for cars that come for servicing.

Documentation regarding test drives will be collected and shared using digital methods, and only single person test drives will be allowed. The safety and hygiene protocol will be strictly followed for new car deliveries, whether at the customer’s home or at the dealership, and for all car servicing requirements.

Renault has also put in place few basic guidelines for customers in the interest of their social health. These include proactive and reactive communications with customers urging them to wear a mask while visiting the dealership, carrying their own stationary and following social distancing directions. All safety and hygiene measures will be practised across all showrooms and service workshops to ensure customers have complete peace of mind, whether it is for a new car purchase or getting their vehicles serviced.

Renault is also working with dealers to nominate ‘COVID-Inspectors’ at dealerships to ensure all safety processes are followed and has scheduled training for all dealership employees to highlight the importance of adhering to all safety and hygiene measures. Renault has ensured extensive utilisation of virtual platforms for continuous engagement and knowledge enhancement across the value chain. The call centre is also operational to address all queries of customers.

Renault has announced a host of customer-focused offers, including a ‘Buy Now Pay Later’ scheme where customers can buy any Renault car in May and start paying their EMI after 3 months of purchase. The offer can be availed at the dealership or on the Renault India website or the My Renault App.

There are also offers across the product range including cash offers, exchange benefits and finance at a special rate of 8.99%. These are complemented by additional loyalty offers for its existing customers. Renault India has also rolled out additional benefits for Doctors and Police personnel, under its ‘Care for Caregivers’ program, as a gesture to thank the efforts of the professionals engaged in fighting the COVID-19 battle in India.

Renault has also significantly enhanced digital capabilities and portfolios with online booking options and other interventions. Customers can book cars from home on the Renault India website or the MyRenault App with zero booking amount, and can also get loan approvals remotely from Renault Finance.

On the service front, Renault has launched extended service warranty and extension of first free service. As many customers are unable to avail offers and warranty on their vehicles, Renault has announced a relaxation on Warranty (including the Extended Warranty policies) and Periodic service schedules for its customers during this lockdown period. Renault India’s 24X7 roadside assistance continues to ensure support for its customers in case of an emergency. Renault has also sent vehicle maintenance tips to its customers given the non-usage of cars due to the lockdown.

Renault Finance has announced measures to support the customer which is the form of – Job Loss Cover (coverage for salaried customers and applicable in loss of job due to layoffs, retrenchment, accidental death, permanent disability and hospitalisation in case of any disease including COVID-19 for single premium ranging from INR. 650 to INR 1,600) and EMI Protect Plan (Coverage for Self Employed customers and applicable in case of hospitalisation including COVID-19 & accidental death for a single premium of INR 999).

In these challenging times, Renault has supported the outstanding work of the authorities and especially the healthcare efforts through various interventions aimed at benefiting local communities. Alongside this, several countermeasures have been initiated, while supporting the Government’s mission to curb the spread of COVID-19. These encompass multiple preventive measures across the offices, dealerships, manufacturing facility, and technology centre, following all the guidelines of the government and regulatory authorities.

At the same time, Renault has also held the interest of dealers as a key priority. The company has announced incentives and relaxation on targets to ease the effects of the lockdown. Renault has also set up a task force to facilitate financial transactions with the dealership networks and has announced support to dealers in terms of inventory holding costs. Renault has also started a special program on skill development and online training of network sales teams.

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